00 · Header

T8 · Flows, integrations, and the current platform

APIs, Webhooks & Webex Connect

Webex Connect is the programmable CPaaS: channels, a service workspace, Flow Builder, and rules. Inbound webhooks start a flow. Outbound webhooks carry receipts and incoming messages. A Webex Contact Center Task is the unit of agent work, and the tasks API asks for cjp:config or cjp:config_read. Calling recording events already have names on the commercial call-control page. A subscription cap, and webhooks for call queues, are not in those pages.

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01 · Executive summary

Five lines, then why it matters

• Connect’s own page lists six areas: channel provisioning, integration setup, flow orchestration, multichannel messaging, NLP/NLU/AI, and enterprise control. Channels include SMS, RCS, Branded Text, WhatsApp, Push, Live Chat and In-App, Email, Voice, MMS, Apple Messages for Business, and Messenger. [cite:1]
• Assets are created in the Connect portal, in Control Hub for Email and Chat, or through Developer Portal APIs for those digital assets. A service holds the assets, integrations, credentials, flows, and rules. Flow Builder is the multi-step designer. Rules are the shorter trigger-condition-action path. [cite:1]
• Inbound webhooks notify Connect about an external event and can start a flow or a rule. Outbound webhooks deliver receipts and incoming messages. Custom nodes wrap REST or SOAP. Authorizations are a service key or a JWT. [cite:1]
• A contact-center Task is a request for agent work. Telephony is an incoming call, chat is a session, email is a chain. Listing tasks wants scope cjp:config or cjp:config_read. [cite:2]
• Commercial call control documents telephony_calls recording events and scope spark-admin:calls_read. List Events uses resource convergedRecordings with serviceType required. as of 2026-10-14 the Webhooks guide prints 30000 personal webhooks per user and one org-wide webhook, plus additional registrations for different resources and filters. A Calling call queue emits telephony_queue updated, not the recording events on telephony_calls. [cite:6] [cite:3]

02 · Architecture map

A service, two webhook directions, one task

flowchart LR
  Asset[Channel asset] --> Svc[Service]
  InHook[Inbound webhook] --> Flow
  Flow --> OutHook[Outbound webhook]
  Flow --> Task[WxCC Task]

03 · Core concepts

Name the editor before you name the API

Where an asset is born

Integration tools

04 · Ecosystem & sister technologies

Glossary, map, sisters, edges

Glossary

Webex Connect

Programmable CPaaS. APIs, SDKs, and low-code tools for the six areas on the product page. [cite:1]

Channel asset

Email configuration, app, messaging account, phone number, sender, or channel-specific application. [cite:1]

Service

Workspace for the assets, integrations, credentials, flows, and rules of one use case. [cite:1]

Flow Builder

Connect’s designer for multi-step flows: design, test, publish, manage. Not Flow Designer and not an ICM script. [cite:1]

Rules

Trigger, condition, and action for shorter automation than a flow. [cite:1]

Inbound webhook

External application notifies Connect and can start a flow or a rule. [cite:1]

Outbound webhook

Connect delivers receipts and incoming messages to an application. [cite:1]

Custom node

Reusable REST or SOAP call inside a flow. [cite:1]

Service key and JWT

The two authorization styles the integration table names. [cite:1]

AI Agent Studio

Where Connect says you create and manage AI agents. Fulfillment flows connect agent actions back to Connect flows. [cite:1]

Contact policy

Consent, preferences, and how often you may contact someone. [cite:1]

Task

A request for agent work. A telephony task is an incoming call. A chat task is a session. An email task is a chain. [cite:2]

cjp:config

One of the two scopes the Tasks Call Control page requires. The other is cjp:config_read. [cite:2]

telephony_calls

The Calling webhook resource that carries the recording lifecycle events. Scope spark-admin:calls_read. [cite:3]

convergedRecordings

List Events resource for “a Webex call was recorded for a user.” serviceType is mandatory when that resource is set. [cite:3]

CRM connector

Cisco’s Salesforce, Dynamics 365, or ServiceNow screen pop. Chat and email are not supported on those connectors. Connect is the digital path. [cite:4]

Mind map

mindmap
  root((T8-R03))
    Connect
    Tasks
    Recording hooks
    Marked gaps

Sister-technology matrix

Integration edges

Cross-platform bridges

Future-integration hooks

• The commercial Webhooks guide prints the ceiling cited above. [cite:6] re-check developer.webex.com rather than a community post.
• Canon planning: a lab that registers one recording webhook and one Connect inbound webhook, with the secrets kept out of the repo.
• Government Webex developer pages are a different cloud. Do not paste them into this commercial room.

Ecosystem troubleshooting

05 · Flow

From an inbound message to a person

06 · Config

What to configure, without a sample secret

1. Pick the channel from the Connect table before you pick a portal. Email and Chat are the Control Hub pair. Other channels follow the portal docs the page links. [cite:1]
2. Create a service. Put the asset, the credentials, and either a flow or a rule in that workspace. [cite:1]
3. For a short notification, use a rule. For a multi-step conversation, use Flow Builder and publish it. [cite:1]
4. Create an inbound webhook when an external system must start that flow. Create an outbound webhook when you need receipts. [cite:1]
5. Store a service key or a JWT in Connect’s authorizations. Do not commit either value. [cite:1]
6. If an AI agent must act, connect the action to a fulfillment flow. [cite:1]
7. For agent work, call the Tasks API with cjp:config or cjp:config_read. A telephony task is the call, a chat task is the session, an email task is the chain. [cite:2]
8. For Webex call recordings, subscribe to recordingStarting, recordingStarted, recordingPaused, recordingResumed, and recordingStopped on telephony_calls, scope spark-admin:calls_read. [cite:3]
9. When you list events for convergedRecordings, send serviceType. [cite:3]
10. Subscription limits and the Calling queue resource are the Webhooks guide. [cite:6] Use the debug console and the user audit when a flow did not run. [cite:1]

Scopes you may quote
  Tasks:     cjp:config  or  cjp:config_read
  Recording: spark-admin:calls_read
  Events:    telephony_calls
             recordingStarting recordingStarted recordingPaused
             recordingResumed recordingStopped
  List:      resource convergedRecordings requires serviceType

Do not quote
  a subscription maximum
  a call-queue event name
  a sample org id or a sample JWT

Screenshot placeholder. The page is the developer doc, not a tenant capture.

07 · Limits

What is printed, and what is not

08 · Troubleshooting

Ten failures that follow from the pages

09 · Self-question ladder

Twelve rungs

10 · Lab

A paper integration, no tokens in the repo

• Goal: write the request you would make for one recording webhook and one task list, with scopes and without secrets.
• Prereq: this room and T8-R01. A developer sandbox is optional. Do not commit a JWT, a service key, or an org id.
• Step 1. List the five recording event names and the scope. Expected: spark-admin:calls_read and the recording* set.
• Step 2. Write the list-events constraint. Expected: convergedRecordings plus serviceType.
• Step 3. Write a tasks request in words: date range, and one of the two cjp scopes. Expected: call, chat session, or email chain named correctly.
• Step 4. Pick one Connect channel and the setup path. Expected: Email or Chat may be Control Hub; SMS is the portal path the page points at.
• Step 5. Add an inbound webhook and an outbound webhook as one sentence each. Expected: start a flow, versus deliver a receipt.
• Evidence: the one-page sheet. No Authorization header.
• Break it: add “maximum 20 webhooks” because a forum said so. Recovery: delete the forum number and cite the Webhooks guide (30000 personal per user; org-wide limit 1, plus other resources).
• Reflection: which editor you would open for a queue treatment, Flow Designer or Connect Flow Builder, and why.

11 · Quiz

Twelve questions

12 · Audio

Slots for Studio

13 · Interview

Oral answers

30 seconds. Connect is the CPaaS. A service holds the channel, the flow or the rule, and the credentials. Inbound webhooks start work. Outbound webhooks report it. A Task is the contact-center’s unit of agent work, with its own scopes.

2 minutes. I name the channel before the API. Email and Chat can be Control Hub or the digital asset API. SMS, WhatsApp, and the rest follow the portal. Flow Builder is not Flow Designer. Rules are the short form. Custom nodes are REST or SOAP with a service key or JWT. AI agent actions use fulfillment flows. I can list the five recording events and spark-admin:calls_read, and I send serviceType with convergedRecordings.

30 seconds, tasks. Telephony is a call, chat is a session, email is a chain. The scope is cjp:config or cjp:config_read.

2 minutes, boundaries. I will not quote a webhook quota from a forum. I will not claim call queues emit telephony_calls until a commercial page says so. I will not read a government developer page into a commercial tenant. Chat lives in Connect, not in the CRM gadget.

What you will not say. You will not paste a sample org id or a JWT. You will not call an ICM script a Connect flow.

14 · Citations

1. Webex Connect (CPaaS) — developer.webex — developer.webex.com Webex Connect — retrieved 2026-10-14. Six areas. Channel table. Assets via portal, Control Hub, or Developer Portal APIs. Inbound and outbound webhooks, custom events, custom nodes, service key and JWT, Flow Builder, Rules, AI Agent Studio, fulfillment flows, roles, contact policy, reports, debug console.
2. Tasks Call Control — developer.webex — developer.webex.com tasks call control — retrieved 2026-10-14. A Task is agent work. Telephony is an incoming call, chat is a session, email is a chain. Scopes cjp:config or cjp:config_read.
3. Call Control — developer.webex — developer.webex.com calling call-control — retrieved 2026-10-14, also cited from T2-R02. telephony_calls recordingStarting, recordingStarted, recordingPaused, recordingResumed, recordingStopped. Scope spark-admin:calls_read. List Events resource convergedRecordings requires serviceType. list events.
4. Integrate Webex Contact Center with Salesforce (Version 2-New) — help.webex — article dyidod — help.webex.com article dyidod — retrieved 2026-10-14 via T3-R01. Digital channels such as chat and email are not supported with CRM connectors.
5. Webex Contact Center architecture — help.webex — article utqcm7 — help.webex.com article utqcm7 — retrieved 2026-10-14. Non-telephony flows are chosen in Connect. Flow Designer remains the contact-center flow editor in T8-R01.
6. Webhooks — developer.webex — developer.webex.com/messaging/docs/webhooks — retrieved 2026-10-14. Personal webhooks: threshold of 30000 per user. Org-wide webhooks: limit of 1, with additional registrations allowed for different resources and filters. The same page lists telephony_queue updated for a Calling call-queue event (added, answered, abandoned, bounced, overflowed, stranded, transferred, or policy applied). That resource is not the recording lifecycle on telephony_calls, and it is not a Webex Contact Center queue. Telephony_calls notifications on this page are for Webex Calling users.
7. Provision Emergency Calling in Webex Contact Center — help.webex — article nvfbjts — help.webex.com article nvfbjts — retrieved 2026-10-14.

15 · Re-engineer later

• Open questions: commercial webhook subscription maximum; call-queue event names; the full recording webhook filter table if the moved page is published again.
• Subscription cap and Calling telephony_queue are cited as of 2026-10-14. WFM shift from Connect stays marked in the sister row, E911 via a Connect webhook.
• Assets missing: flow screenshot, audio. No tokens.
• Ideas for v1.0: a redacted webhook registration checklist once a sandbox exists.
• Next review: re-check the Call Control page if the recording event list changes.